Annual Report 2018-19

1939 2019

The Citizens Advice service provides free, independent, confidential and impartial advice to everyone on their rights and responsibilities. It values diversity, promotes equality and challenges discrimination. The service aims:  to provide the advice people need for the problems they face, and  to improve the policies and practices that affect people’s lives.

A company limited by guarantee, registered in England and Wales No. 5082066. Registered Charity No. 1104392 Registered office: Northway House, High Street, Rickmansworth, Herts WD3 1EH

CHAIRMAN’S REPORT

In 2019 the Citizens Advice service celebrates its 80th birthday having been started in September 1939 following the outbreak of the second world war. It is a memorable landmark and one we are pleased to be a part of and support. I am not sure of the exact dates our former independent bureaux at Abbots Langley, South Oxhey and Rickmansworth were originally opened but it was certainly many years ago! We are very proud of the full-time service we continue to provide at all 3 locations which is only possible due to the continued support of Three Rivers District Council. It is interesting to note that despite the advent of the internet and social media our service is required more than ever and is recognised as one of the best sources of high quality free and impartial advice. Over the last twelve months we saw a similar number of clients to the previous year and we raised nearly £1.5 million in additional income for the residents of Three Rivers in line with the amount raised in 2018. Last year we moved into new premises in South Oxhey and this year the Rickmansworth office was relocated to a new part of Three Rivers House just off the main reception area. As with the move last year all the staff and volunteers put in a great deal of time and effort to ensure a smooth and successful move. Thanks are again due to Three Rivers Council who carried out all the refurbishment work of the new offices and for the excellent job they did. We also provide a service in South Bucks which is funded by South Bucks District Council. This service is run financially independently of our service in Thee Rivers and the service is much appreciated by the Council. We have extended this service to cover a large travellers’ site in the area and this particular aspect of the service has been highly commended by the Council. We are pleased to note that the service in South Bucks is being renewed for the next 3 years under a new service level agreement as this helps to protect the service at a time when Buckinghamshire is becoming a unitary council from April next year. The future is always uncertain, but we are confident we can continue to meet the demand from clients. This is, of course, dependent upon the support of our funders. We are forever grateful to each and every one of them for the grants they provide, whatever the amount, and the faith they show in us to deliver a first class, comprehensive and cost-effective service. Finally, I would like to express my sincere thanks to my fellow Trustees for their advice and support, to all our paid staff who ensure we continue to provide a first class advice service to our clients and an enormous thank you to all our volunteers for their many hours of dedicated service. Paul Shaw TREASURER’S REPORT

In 2019 total income amounted to £539,922 compared with £515,945 in 2018, an increase of £23,977. As in previous periods, the largest source of income is from Three Rivers District Council in the form of a general grant of £257,340 and restricted grants of £46,950 which included free accommodation for the Rickmansworth bureau valued at £35,000. The grant from Three Rivers is supplemented by other grants that enable us to maintain our high level of services. In 2019 we received a grant of £25,000 from Hertfordshire County Council for a keep safe, keep well initiative and a foodbank, one of £26,073 for a crisis intervention fund and one of £38,250 to provide help and advice on Universal Credit. We also received £22,544 from Thrive Homes to provide extra debt advice at the South Oxhey bureau; £28,900 from South Bucks District Council to provide a CAB service in South Buckinghamshire; £6,375 from Citizens Advice for general advice, telephone advice, financial literacy and debt relief orders; £7,750 from Abbots Langley PCC to subsidise the rent of the Abbots Langley premises; £9,998 from the Big Lottery Fund for extra training hours; £9,000 from the Clothworkers’ Foundation to help with Oxhey bureau move costs; £4,000 from Watford Rural Parish Council to fund a part time case worker at the South Oxhey bureau; £7,832 from Watford Health Trust and £6,693 from Lawton Trust to support needy clients; £3,500 each from City of London and City Bridge Trust, £2,892 from Hearts of Bucks, £1,585 from Chorleywood Parish and £785 from Gerrards Cross Parish Council to provide various advice outreaches; £5,000 from Hertfordshire Community Foundation for start-up help with Universal Credit; £5,000 from the Access to Justice Foundation for court representation; £5,180 from Martin Lewis to provide scams advice; £2,000 from Abbots Langley Parish Council to fund a part time caseworker at the Abbots Langley bureau; and £800 from the Co-Op Local Community Fund for general advice. In addition, we received a further £870 of unrestricted funding and other grants totalling £6,475 which are detailed in the Trustees’ report in the accounts. We are, as always, most grateful for the continued and generous support we receive from Three Rivers and the grants received, both large and small, from the other funding bodies. Expenditure in 2019 was £515,353 compared with £510,304 in 2018. This includes tail-end one-off costs relating to moving the Oxhey bureau of £13,575 and direct charitable expenditure of £34,588. Excluding these leaves operating expenditure of £467,190 (2018: £438,111). By far the largest element of expenditure is on staff which, including training and travel, totalled £295,318 (2018: £290,564) which is 63% of total operating expenses. Premises costs amounted to £84,475 (18%) and all other overheads totalled £87,398 (19%). The overall result is a small surplus for the year on general funds of £153 compared with a deficit of £21,657 in the previous year. Adjusting the unrestricted reserves brought forward for the surplus leaves funds carried forward broadly unchanged at £313,494. In these uncertain times, the Board’s policy is one of caution by maintaining adequate reserves to cover any shortfall in funding. The Board have set a reserves policy that requires the minimum free reserves be equal to at least 9 months’ annual operating expenditure. On current levels of budgeted expenditure this gives a target figure of £380,000. From the balance on unrestricted funds of £313,494, £69,000 has been set aside for redundancy and pension costs, £20,000 for building repairs and £10,000 for computer replacement. This leaves us free reserves of £214,494 which is £165,506 below the target level set by the Board. Copies of the full accounts of the Charity prepared in accordance with the latest Statement of Recommended Practice are available from the office on request. Nikki Maynard Page | 2

THE BEGINNINGS OF CITIZENS ADVICE 80 YEARS AGO

The CAB service started in 1939, to be “at service of any citizen in difficulty” by offering advice on housing, food and debt.

It was common for families to face sudden financial difficulty when the breadwinner was called up for duty. Bureaux helped families complete applications for all the wartime allowances available to them, but also witnessed the distress caused by delays in processing those applications. Raising this with the Assistance Board (the government body responsible for checking the applications), bureaux were able to negotiate schemes to help speed up the procedure. The wartime CABs identified the need for children to be evacuated and this evidence persuaded Ministry of Health to set up a government evacuatIon scheme. It is reassuring to note that, although life styles have changed since 1939, the role and relevance of Citizens Advice is as strong as ever and the service remains true to its original aims and principles.

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THE EARLY YEARS OF OUR 3 CITIZENS ADVICE IN THREE RIVERS THE

Abbots Langley CAB

was registered at the Charity Commission on 30.4.75 and was set up by Citizens Advice Head Office with Sheila Gerstein as its first manager (pictured) in the premises it still occupies today, albeit extended very successfully in 2003. Sheila had trained as a volunteer adviser at Elstree & Borehamwood CAB with Linda Blain (our current jobshare ASM!). Sheila recalls the main issues involved Supplementary Benefit, marital and debt problems, as well as the presence of an icy ditch in winter outside the premises, used for feeding the neighbouring horses! The joint treasurer of Abbots Langley CAB in 2003, Andy Pickford, is still involved in our service as a trustee on the CASTR board.

Oxhey & District CAB

was registered at the Charity Commission on 17.2.66 and was set up in response to a local need for advice for residents of South Oxhey, prompted initially by the local O.A.P.s’ Association. The already existing Watford CAB trained the voluntary helpers, and Watford Rural Parish Council financed the first year of operation by donating £150.

The CAB started in the Social Centre in Gosforth Lane, in a room just large enough for 2 interviewers, and in 1975 moved to Bridlington Road, with these premises enlarged in 2000. There were also interim moves to the library and a portakabin! A still current adviser recalls leaving her children at the nearby Wimpy’s while she finished her advice sessions! Our current Chairman of CASTR, Paul Shaw, started his CAB involvement as the treasurer of Oxhey & District CAB in 1992!

Rickmansworth CAB

was registered at the Charity Commission on 9.7.68 and began life in a small hut next to the Three Rivers Council building. It subsequently moved to what is now a Youth Connexions Centre, after that to a discrete office in the council building, and finally this past year into another office within the council. The Chairman of Rickmansworth CAB in 1992, Jane Tozer, is still in our organisation, as Vice Chair of the CASTR board!

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DEBT ADVICE SUPERVISOR

Debt advice has remained one of the most demanding problems in our community for the past year and it is closely associated with mental health. People get into debt for a variety of reasons, eg loss of employment, relationship breakdown, unexpected expenses, bereavement, etc. The Royal College of Psychiatrists found that “One in four adults will have a mental health problem at some point in their life. One in two adults with debts has a mental health problem. One in four people with a mental health problem is also in debt.” (https://www.rcpsych.ac.uk/mental- health/problems-disorders/debt-and-mental-health) CASTR’s debt advice team is fully trained to provide the highest level of advice to those affected by debt and mental health problems. Our debt advisers are dedicated and always go the extra mile to achieve the best outcome for our clients. We welcomed Jo Easter to our money advice team following a successful training programme, and she is working alongside Peta in our Abbots Bureau. Now we have 8 fully qualified money advisers and 5 of them are authorised intermediaries for Debt Relief Order (DRO) applications. We share experiences and updates at our quarterly meetings and Experian will speak at our next meeting. We have been using MART (Money Advice Recording Tool) and SFS (Standard Financial Statement) for a while and we will be changing our Money Advice Pack in the autumn to collaborate with the same format. We continue to represent clients at Watford County Court in possession cases and our 100% success rate remains. The constant change in benefits and low incomes will continue to contribute towards indebtedness and we will continue to work with our clients and partners to tackle this problem facing our community. Jessica Foulds DEBT ADVICE CASE STUDY The client had worked previously in a good job but had to stop working due to mental ill health. Living alone in a two bedroom housing association property following the break up of his marriage, he did not wish to downsize as this involved moving from a home of many years to a new location, something he could not cope with. He relied on Housing Benefit to pay his rent but his award only covered an amount for a 1 bedroom property - the spare room subsidy (or bedroom tax) so he had to cover the difference in rent from his Employment and Support Allowance, awarded to people unable to work due to ill health, received at an assessment rate of £73.10 pw. Following a work capability assessment, his ESA stopped and he had to claim Universal Credit. There were some initial problems getting the correct amount of rent paid under UC as he was named on a joint tenancy and UC only wanted to pay half the rent. The landlord would not remove his wife’s name even though she hadn’t lived there for many years because the account was in arrears, nor would UC initially accept that he was living there alone without additional evidence. The client had rent arrears of over £2000 and was struggling with credit debts. We liaised with his landlord and the DWP. We applied for a Discretionary Housing Payment to clear the majority of arrears and advised the client on ways to budget, including reducing his water costs through a fixed social tariff. Under UC he did not qualify for extra payments as, although he was unwell, he was placed in a work preparation group. With the strain of rent arrears lifted, he felt able to deal with his credit debts. Now he felt insolvency was an option. We explored whether some of his credit debts might not be recoverable due to 6 year limitation period. As he had made payments three years prior and not wanting to wait for his creditors to act against him due to the stress this entailed, he has opted to apply for a Debt Relief Order which will give him a fresh start. Jacky Davies DEBT ADVICE Our debt advice service aims to provide specialist support to clients with multiple debt, seeking to stop debt spiralling further out of control, preventing loss of a home or imposition of punitive charges by creditors which push a client further into hardship. Clients are enabled to find an appropriate solution to their money issues and supported through formal insolvency proceedings such as a Debt Relief Order or Bankruptcy to clear unmanageable debts. Clients who work with us often report not only a more stable financial position but also improved mental health. Citizens Advice nationally continues to report that 1 out of 3 people contacted by bailiffs have seen them breaking the rules and calls for an independent regulator to crack down on rule breaking bailiffs. The new breathing space scheme will start in 2021. It aims to protect people with problem debt by stopping enforcement action and freezing interest for a 60 day period to allow them to get help with their debts. Similarly to last year’s report, we have seen a growing development of work centred around the difficult situation a client finds themselves if claiming Universal Credit. From date of claim to first payment is 5 weeks, and many clients have no choice but to apply for an advance payment to tide them over - this is then recoverable over 12 months from ongoing payments. These deductions together with those for rent arrears, tax credit overpayments, etc, can often see a single person’s payment for living costs reduced from £317.82 (less for under 25s) to about £50 pw - unsurprising then when other essential bills such as utilities get behind and foodbank usage is up. This situation is unlikely to change unless the freeze on annual rises is removed and deduction rates reduced. Much of an adviser’s initial interview can be spent just on UC - checking payment amounts and getting deductions reduced to a minimum. Some serious flaws in the DWP administration of UC have been experienced, including one client who was on the point of eviction because UC failed to act on information about rent and the tenancy which their housing association landlord had provided multiple times. As more people come under the UC system, Citizens Advice continues to raise concerns and push for change in its delivery. Jacky Davies

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COURT REPRESENTATION AT POSSESSION HEARINGS

We provide help at court for housing matters at county courts local to our offices. This is provided by Jessica Foulds via the court desk once a month and by other money advisers, to include Jessica, who accompany clients to court on an ad hoc basis for much needed representation to prevent possession action and evictions. We have been able to further enhance this service this year by offering the assistance of our own trainee solicitor with the right to attend court on behalf of a client who for good reason, such as illness or work commitments, cannot attend on the day. We find that even though many of our clients can still access legal aid, our help at court service is invaluable to clients. This is because we are able to reassure the court that we will encourage our clients to work with us and we are able to outline the steps that we will take to assist the client on a practical level. Our knowledge of the benefit system is also well regarded and the courts trust that a client who engages with our service has a very good chance of maintaining their tenancy and paying as agreed. Universal Credit has brought new challenges and increased rent arrears. This year we have been able to demonstrate in court that this benefit is having a detrimental effect on clients’ ability to pay to the rent account and, despite the challenges, we still have a 100% success rate for defending discretionary possession action by social land lords. In addition, we have also been able to successfully argue against court costs for those clients who felt were only in court because they were moved to Universal Credit and their landlords were not taking the inefficiencies of this benefit into account before issuing costly proceedings. Peta Mettam

DEBT RELIEF ORDERS

Debt Relief Orders (DROs) are a cheaper insolvency option than bankruptcy and can provide the chance of a fresh start for clients who have run up debts during a difficult period in their lives.

One of our clients found himself unable to work after his disabilities worsened. He came to see us after he had been awarded the lowest level of benefit and had accumulated several thousand pounds of debt in borrowing to meet his everyday living costs. First, we helped him to apply for additional benefits to enable him to cover his living costs going forward. Then, since he had no prospect of being able to repay what he owed, one of our qualified intermediaries supported him with a DRO application to write off his debts and make a fresh start. Claire Skipsey

FINANCIAL LITERACY

All three bureaux are represented in the financial literacy team. As in previous years the team delivered useful sessions to schools and local client groups including the job club at Ascend, based in South Oxhey. The main thrust of these sessions relates to budgeting and managing money on a day to day basis, although the advice can also cover such areas as energy switching, buying and cooking food in a cost effective and healthy way, borrowing money effectively, dealing with debts, banking and personal administration. All sessions stress the importance of understanding the difference between priority and non-priority spending and debt. Following on from this, budgeting advice is given on a one-to-one basis in bureau, whereby clients are given an opportunity to budget for, and make realistic repayments against, rent arrears and in many cases avoiding eviction and the ensuing trauma to a family which usually follows. Debt clients’ can be referred by their money adviser for budgeting advice, thus building upon the excellent work they can do in achieving positive outcomes for clients. Currently the team are setting up for a new presentation workshop for frontline workers in partner organisations whereby they are showing the method of educating clients and to empower these other workers to deliver similar outcomes within their own organisations. Overall the aim is to prevent debt where possible, empower clients to stay on top of their administration, and to deal with debt when necessary. Money management is one of the subjects we all need to stay on top of throughout our life but is one subject most people are not taught either at school or in the home.

Richard Bunt

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ADVICE SESSION SUPERVISOR

It would be true to say there is never a dull moment in the role of the Advice Session Supervisor. The service continually develops to try to keep pace with changes in society and responds to new demands and systems, and as a consequence we are always trying to improve our knowledge and develop new skills.

As supervisors we endeavour to support our valuable teams of volunteer colleagues, ensuring the quality of advice is sound and appropriate. The further roll out of Universal Credit which is gradually replacing the traditional benefits has been a challenge both in terms of understanding the new benefit and its implications for clients, and in applying IT skills as the clients claim and manage the Universal Credit benefit online.

We now employ a range of methods in helping clients. Whilst the face to face client drop in session is by far the most popular and effective way of giving advice to clients, advisers also help clients via telephone advice, emails and web chat. It would seem that over the course of time client issues have become more complicated and frequently present a challenge in trying to resolve. This makes considerable demands on advisers’ time and skills. When it is a particularly difficult issue, the supervisors are a supportive team, thankfully, and we can pick one another’s brains in addition to using the expertise of the specialist advice services we can call on.

The year has seen the successful relocation of the Rickmansworth bureau to ‘the other side’’ of Three Rivers House. Much experience was gained from the earlier South Oxhey move and we are pleased to say that the Rickmansworth move was smooth with no noticeable hitches.

As always a huge thank you must go the teams of volunteer advisers who we rely on so heavily. Without their willingness to give up so much time, their good humour and diligence we would not be able to provide the comprehensive advice service that we currently do.

Gaynor Hartle

CASEWORK

As benefits caseworkers, we advise on and conduct challenges to decisions about benefits. This may involve seeking reconsideration of a decision, but more typically we become involved after such reconsideration - in drafting and conducting appeals.

The great majority of cases now concern decisions of the Department of Work and Pensions about either personal independence payment (PIP) or limited capability for work (or for work related activity). PIP has replaced disability living allowance (DLA) in the case of working aged people (but not children, so we also assist on challenges and appeals from refusal of DLA for children). Most of our capability for work cases have concerned employment and support allowance (ESA). No new claims for means tested ESA can now be made - but essentially the same issues can arise in the context of universal credit (UC).

We have also been concerned with the recoverability of overpayment of housing benefit or the housing element of UC, and related claims by the local authority for overpayment of council tax support. These cases arise, for example, in the case of someone whose partner has left, or of the right to reside of an EU national, or in the context of UC, or as a result of disallowance of another means tested benefit.

Conducting appeals involves considering whether to seek and put in further evidence, including medical evidence. The benefit authority must put in a response to an appeal and we need to consider whether at that stage to put in a submission with further evidence or argument.

In cases which go to tribunal we are successful in the great majority of cases, estimated at around 95%. Sometimes the benefit authority (which is now nearly always the Department for Work and Pensions) sends someone (known as a presenting officer) to put their case. This is uncommon but has happened slightly more often in the past year. Tribunals are held at various venues round the country, one of which is Watford. Average delays at Watford have increased from about 6 months in 2015-16 to around 12 months in 2018-19. The extended waiting period poses extra financial and other problems for our clients.

The amounts won for our successful clients in the past year are included in the chief executive’s report. We typically represent about 40 appellants at any one time. The money value of a successful challenge or appeal varies but might typically be worth about £350 per month ongoing, together with back-payment since the date of refusal at the same rate.

Bryan Winkett and Gareth Jones

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RESEARCH AND CAMPAIGNS

Our evidence for the need for joined up thinking:

August 2018 DWP complaint

 New PIP claims caused suspension of ESA awards. Advisers were informed payments were automatically suspended when a computer download indicated a new claim was made. Assessments were then carried out to confirm the new benefit did not affect entitlement to ESA. PIP had a backlog of 10,000 claims. November 2018 Esther Mcvey responds to CASTR complaint - denies PIP suspending ESA: ‘PIP claim would never result in its cessation’!

September 2018 Late rent payments - Complaint regarding Universal Credit

 Housing associations do not favour alternative payment arrangements. Bulk payments from Universal Credit cause social housing landlords’ time and effort to assign funds to rent accounts. Yet, knowing arrears are not clients’ fault, landlords continue to pursue possession. Without legal remedy for our clients, we endeavour to circumvent possession by trying to establish and resolve the cause of the problem with the clients’ Universal Credit claim. Correspondence with Councillors and MPs on this matter continues.

March 2019 Council Tax reduction policy failure

 CASTR R & C obtained a successful outcome for clients charged with a council tax bill after an ESA assessment moved client from support to work related activity group. We maintained clients were still in receipt of a disability component, which the local authority should not treat as income; they declined. We applied to the Valuations Office on the grounds the calculation was not in line with TRDC council tax policy. The Valuations Office accepted our argument.

‘Poor Doors’ July 2019

As Ministers pledge to stop ‘poor doors’ in housing developments which exclude social housing tenants from some facilities, we continue to monitor South Oxhey’s regeneration and the physical configuration of space. Built on the site of a public carpark, the image shows cars belonging to shared ownership residents parked within allocated places. Social housing tenants struggle to find space elsewhere.

Forward action September 2019 Debt

 Adopted by government in June 2019, the ‘breathing space’ policy gives debtors and those receiving treatment for mental health, 60 interest and enforcement free days. Yet, this does not include Universal Credit deductions for third party debt or advance payments. We will seek support from both CASTR’s members of parliament for their inclusion, to create much needed support for those in most need.

Avgi Yiannaki

“Thank you so much “You went out of your “I just wanted to say for going to court way to help me. thank you to this with my daughter to Thank you from the service – its bottom of my heart get her disability amazing!!” money back – it has for what you did.” changed her life.”

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TRAINING SUPERVISOR

We have continued to take trainees on an ongoing basis, with over 20 new starters in the past year. There has been lots of positive feedback from trainees on the support they receive from their more experienced colleagues, who in turn have praised the dedication and enthusiasm of our new volunteers. It is very encouraging to see a strong network of peer support, which is very much in keeping with the culture and ethos of our organisation. Our existing volunteers are continuing to develop their skills and learn new ones. Money Advice Supervisor Jessica Foulds and I ran a very well-attended course on the new Standard Financial Statement, which was developed in-house. We hope to provide this to other Local Citizens Advice offices in the future. Once again, our thanks go to the William Morris Labour Club for providing us with a training venue at no charge. Senior Supervisor Peta Mettam and I successfully completed the roll-out of the ASK RE programme, with all advisers now having completed the relevant training. Advisers are continuing to provide help and support to those who are experiencing abuse, or who have been abused in the past, as well as access to specialist services. Finally, we are delighted that three of our current and former trainees have taken on paid roles, in addition to their normal responsibilities: Jo Easter, who recently completed her training as a generalist adviser at Abbots Langley, is now also a Money Adviser; Pauline Nembhard, trainee generalist adviser at Oxhey, is our new Scams Awareness Adviser, a post funded by the Hertfordshire Police & Crime Commissioner, and Aneela Kayani, gateway assessor and trainee adviser at Rickmansworth, has taken over several of our outreach locations. Vicky Santamaria TRAINEE ADVISER

A friend had recently sought help from Citizens Advice on an employment issue. I was impressed with the level of practical information provided by the adviser and the empathy shown. Although some the information was complex, the adviser explained it in a simple and easy to understand way. I went on to use it to help my friend come to a satisfactory agreement with her employer. That case was influential in me deciding to train to become a volunteer adviser.

I’ve now been with my local Citizens Advice for just over a year. The training has been in-depth with an excellent mix of face to face sessions and online modules. Since February 2019, after passing my first supervised assessment, I’ve been seeing clients. I find advising interesting, enjoyable and rewarding. It’s a pleasant bonus when clients that you’ve helped, thank you for helping them. My Training Supervisor, Vicky, has been readily available to answer my queries and we have regular face-to-face catchups which I find really useful.

My Advice Session Supervisor, Trish, is amazing. She always takes a holistic view of a client’s issue and consistently shows me how to use this approach, as well as how to take good advantage of the extensive resources available, in order to do thorough research before providing the client with their relevant options. My fellow rota session advisers have all been especially supportive, and their individual anecdotes about their experience of Citizens Advice have made me determined to finish my training. I’m currently working towards my final supervised assessment, which will hopefully take place in September 2019. I’ve also recently taken on a ‘scams awareness’ project, which is quite exciting.

Pauline Nembhard

IT REPORT

The year started with the move on 6th April into our new offices in South Oxhey following some weeks of planning and preparation. The new BT broadband connections for the computer network and telephone system were installed on schedule. The computer equipment was moved across from Bridlington Road and set up with no major problems but the telephone system set up by BT took longer to stabilise.

We reviewed our four networks and decided to upgrade from basic BT routers to Draytex following reports from advisers of intermittent very short breaks in internet access. A fan unit was installed in the comms cupboard at Abbots Langley as the equipment was overheating in the persistent extreme temperatures experienced last summer.

Routine monitoring and maintenance of the networks, software and website was carried out and a start was made on upgrading our client machines to Windows 10. The main printers were also replaced in each office during the year.

Then in late December it was announced that the Rickmansworth office was to move up into offices in Northway House … the first sentence of next year’s report is already written with a small adjustment in the date to 8th April!

We would like to thank Sami Flew of CitA for his help during the Oxhey office move.

Morella Boon & Gordon Campbell Page | 10

FAMILY LAW PROJECT

Under this project Bob Mountain and Peta Mettam, supervised by our family law solicitor, Karen Schirn, continue to help clients with family matters. Karen also has her own legal rota and see clients once a month at the South Oxhey office. Between us we offer a much used and needed service, largely due to the widely publicised cuts in the provision of legal aid and the cost of accessing legal help. We find that without this service many clients would be faced with attending court unprepared for the demands of the family law process – often facing an opposing side with the full resources of a legal firm behind them.

This year we have helped multiple clients with a variety of issues. Bob focuses on issues for the children and referrals from domestic violence services in particular and Peta and Karen advise on all family law matters to include financial provision. We have helped clients to access contact with their children and helped others to ensure safe contact where there are issues around domestic violence. We are in the process of helping several clients to seek a fair financial settlement on divorce to include advising on transfer of tenancies and seeking out hidden assets. We have assisted one client to defend an action for an unmarried former partner to claim a beneficial interest in their solely owned property and another client to claim a greater share of the equity in a jointly owned property. Between us we have completed many forms and drafted multiple statements on behalf of clients. We have worked hard to empower our clients to better represent themselves at court on the many occasion where our resources do not stretch to committing to accompanying clients at family proceedings that often consist of multiple hearings.

Peta Mettam

UNIVERSAL CREDIT PROJECT

The centrality of the internet….is tantamount to marginality for those without. Castells 1997.

We make every effort to overcome clients’ difficulties with digital claims, yet Universal Credit further marginalises, as it appears to overlook those most vulnerable - who have learning difficulties, are homeless, experience domestic violence or substance abuse. Difference causes UC claims to stop, as clients are unable to adhere to a uniform and dispassionate online process. Sadly over 40% of our clients have fallen foul of this system since full the rollout of UC in January 2018.

Anecdotal evidence Our client experiences severe pain from a leg injury, but the underlying issue is low literacy. Unfortunately, neither condition is necessarily treated by the DWP as a disability, nor the client regarded as vulnerable. The client receives income based JSA, but is advised by Jobcentre Plus to make a Universal Credit claim.

In theory the advantage of a UC claim will potentially lead to an additional disability amount. However, in the client’s case, this will not happen automatically. Initially, the client will receive the standard allowance, the same rate as currently received, while presenting GP ‘fit notes’ until his assessment, possibly in 4 or 5 months’ time.

We advised that if GP would support the client with fitnotes, CASTR would help submit a UC claim with the confidence that the client would not be placed in a full conditionality work group and be required to look for work. CASTR’s dilemma was whether to help the client with a telephone claim as opposed to an online claim. Given the probability of errors, we decided on an online claim on the grounds that the client and family will have access to a ‘paper trail’. The client has sought a GP appointment to explain his current circumstances, we await their return.

Recent change On 15 May 2019, the rules changed for those ‘mixed age’ couples, ie one of whom has reached retirement age; they too have to make a UC claim, as means tested legacy benefits like JSA will cease. However, if the state retirement pension exceeds minimum income, if only by a few pence, entitlement to additional income through pension credit is no longer available. Evidence supplied by our volunteers show Universal Credit needs to do more to ensure an accessible and fair system for all.

Thankfully we have a project funded by central government, and previously by Herts County Council, to help us support and navigate our Three Rivers clients through the complexities and challenges of Universal Credit.

Avgi Yiannaki

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SERVICE MANAGERS’ REPORT

Prospective volunteers so often say “I just want to give something back” but our band of highly trained volunteers do so much more than that. From administrative roles through to caseworkers who represent at appeal tribunals, they are dedicated and committed and always present the best face of the Citizens Advice Service. Without their dedication we could not offer the service that is so invaluable to so many people. We now offer advice face-face, telephone, email and webchat.

This year we have seen a sea change in the enquiries we are dealing with. Historically our statistics at CASTR and reflected nationally have always shown that the highest of levels of client enquiries have been with regard to debts. This has changed since the rollout of Universal Credit to demonstrate that benefits is now the number one enquiry closely followed by eviction issues. This is no coincidence as clients now have to wait 5 weeks before UC is paid and the housing element (previously housing benefit) is paid as a monthly amount directly to the client within the UC payment.

Scams are now a major issue for everyone and we are delighted to be taking a lead in offering scams advice. We are also offering advice to those who have been caught by a scam which sadly disproportionally affects the vulnerable and the elderly in our community.

We have had another office move this year with the Rickmansworth Local Office moving into the Three Rivers District Council office. Our offices are still contained and thanks to the support of TRDC the transition was a smooth operation.

Linda Blain & Karen Schirn

Last year we raised We would like to say About £10.9 billion is nearly £1.5 million for a big thank you to our lost each year to local residents – money 81 amazing scams and fraud. to boost local economy. volunteers – we Reporting scams is Thanks to Three Rivers couldn’t do it without the best way to stop DC for funding us to you. them. achieve this.

Our grateful thanks to……….

Three Rivers District Council for their The statutory agencies, support and funding, and to their staff for with whom we work, for working in partnership with us. the benefit of our clients.

Colleagues in the voluntary The paid staff of the bureau who sector working under the give so much more than the same constraints. required hours.

The trustee board for their wider vision of The team without whom CASTR would not exist – community work, and the commitment the volunteers, professional in their approach, and support they give to the staff and dedicated to the service they provide and totally volunteers. committed to our aims and principles.

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DISTRICT MANAGER’S REPORT

The past year has, as ever, presented new challenges to We must also thank Thrive Homes for funding extra our service, with a total of 7,701 clients using our service debt advice hours (plus a new out of area debt advice and an increase in clients’ issues to 19,251, (+6% on the service), enabling our service to fully meet demand in previous year). This reflects an ever growing demand for Three Rivers. our service from local residents in Three Rivers. Our Crisis Intervention funding from Herts County Remarkably, over the past financial year, our CABs Council enables us to go to the neediest clients at the gained £1,469,538 in extra income for Three Rivers local foodbanks, to help them to resolve the problems residents, and wrote off £890,279 in clients’ debts. This which necessitate them using foodbanks. Likewise we is money for local clients, and is likely to be spent locally, are delighted that Herts County Council have renewed thus boosting the local economy. It also equates to a funding for our homevisiting service to access the return of 917% on our core grant from Three Rivers housebound. District Council. Our South Bucks service continues to thrive, open 3 Over the past year we have introduced further new areas days per week and is funded as a separate CAB by to our work. To help give extra support to Three Rivers South Bucks district council. This service is funded residents with the full introduction of Universal Credit, we totally independently of our Three Rivers Citizens are pioneering a project to give help and advice in Advice and neither one subsidises the other. claiming this new benefit and encourage clients to Our Research and Campaigns work continues to budget to manage their finances, as many now receive highlight the shortcomings of Universal Credit and the their monthly rent in one lump sum, rather than it being huge number of incorrect ESA and PIP assessments, paid direct to their social landlord as formerly. leading to an excessively high number of appeals at Another new area of work we have developed is funded tribunal, and a wait of, in some cases, a year or more by the Access to Justice Foundation, and provides a paid for the hearings. family law caseworker to help clients in family breakdown Our financial literacy work in the community has cases who now have no recourse to legal aid to cover continued this year with our financial literacy team this work. This advice area is ably overseen by our giving budgeting presentations to Rickmansworth jobshare ASM and family lawyer Karen. Going forward, School leavers and local groups. a further new area of advice work is on scams Our premises move in South Oxhey involved a lot of prevention, funded by the Police & Crime Commissioner. work, but we are now installed and HRH The Princess We are, as ever, indebted to our ongoing funders for their Royal officially opened our new location in September renewed support – first and foremost Three Rivers 2018. We greatly appreciated the extra funds for the District Council, without whose grant we simply could not move provided by TRDC and 2 county councillors. open our doors. Likewise we greatly appreciate the Meanwhile we have just moved our Rickmansworth grants from Watford Rural and Abbots Parish Councils to premises into another part of the council building! fund casework at Oxhey and Abbots CABs, which helps I would just like to thank all volunteers and paid staff us to field the colossal number of benefit appeals involved in our service for their unstinting hard work swamping our service, and provides a success rate of and dedication, plus all our funders listed below for their 96% on appeals represented at tribunal by our massive collective contribution, which enables us to caseworkers, These roles simply would not exist without provide such a sterling service to all who need us in the these grants and each caseworker gains on average local community. £100,000 pa for local clients in their community. Marion Seneschall

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CITIZENS ADVICE SERVICE IN THREE RIVERS April 2018 - March 2019

T TRUSTEE BOARD

Directors Members Paul Shaw Mary Alderson Cllr David Major Paul Shaw Mary Alderson Frederick Coppen Nikki Maynard Jill Swainson Suresh Gajjar Nancy Crump Nancy Nielsen Hugh Thomas Nikki Maynard Margaret Etall Andy Pickford Jane Tozer Andy Pickford Suresh Gajjar Anne Pugh Peter Waters Barbara Robjant Cllr Pam King Barbara Robjant Eluned Wallace

Jane Tozer OBE Cllr Joy Mann Owen Roe Eluned Wallace Hugh Thomas (Company Secretary)

STAFF & VOLUNTEERS District Manager Service Managers Training I.T. Co-ordinators Marion Seneschall Linda Blain, Karen Schirn Supervisor Gordon Campbell, Morella Boon Vicky Santamaria Stats Co-ordinator Debbie Edwards Abbots Langley Staff Oxhey Staff Rickmansworth Staff Munawra Ahmed Rachel Chick Jane Brown Jo Easter Jessica Foulds Jacky Davies Angela Griffiths Margery Hancock Angela Griffiths Gaynor Hartle Peta Mettam Gaynor Hartle Trish Lincoln Jill Shippey Vicky Santamaria Peta Mettam Claire Skipsey Claire Skipsey Evelyn Gibbons Advisers Advisers Jane Blackwell Sandra Baker Advisers Sue Brothwell Harry Bellak Alan Barton Jo Easter John Dando Claire Bowes Jane Kearney Barbara Dyett Richard Bunt Allen King Claire Francies Judith Childs Jane Lever Linda Galpert Brian Cox Laurie Lichman Pam Hall Mary Ford Mary Mahoney Susan Mansfield Leon Grant Peter North Tony Martin Claire Griffiths Pauline Pearce Catherine Pain Alicia Hamilton Moira Rugg Jane Parnham Marian Harris Steven Slater Chris Peel Gareth Jones Ron Whatton Eugenia Poppiescou- Aneela Kayani Avgi Yiannaki Weinrabe Paul Kendall Admin Margaret Saltrese John Lowe Beverley Chamberlain Helen Shapiro Bob Mountain Debbie Edwards Trina Soames Will Robinson Brian Thomson Val Walsh Stephen Weinrabe Bryan Winkett Trainee Advisers Nicola Winkler Admin Nadia Cockar Tee McPherson Sarah Wood Vicky Duffy Irene Nakajiri Santoshi Alles Admin Nolene Bailie Velma Fraser Pauline Nembhard Christine Gardner Sarah Quashie Lesley Morgan Tony Berry Geoffrey Halls Margot Hattam Jean Coker Dora Hunt Maureen Sellman Sylvia Duffy Colleen Jones Jeannette Miller Naina Kanabar Abdulali Nurmohamed Rafi Kelion Paul Sved

ABBOTS LANGLEY

The Old Stables Mon 10.00am - 4.00pm St Lawrence’s Vicarage Tues & Thurs 10.00am - 3.00pm High Street Wed & Fri 10.00am - 1.00pm Tel: 0344 245 1296 (Three Rivers Residents only) Abbots Langley, WD5 OAS Tel: 03444 111 444 (County wide service) OXHEY & DISTRICT

4 Bridlington Road Mon, Thurs, Fri, 10.00am - 4.00pm South Oxhey Tues 10.00am - 7.00pm (4pm-7pm appointments only) Tel: 0344 245 1296 (Three Rivers Residents only) WD19 7AF Wed 10.00am - 4.00pm (specialist appointments only) Tel: 03444 111 444 (County wide service)

RICKMANSWORTH

Three Rivers House Mon, Tues, Thurs 10.00am - 3.30pm Northway Wed & Fri 10.00am - 12.30pm Rickmansworth Tel: 0344 245 1296 (Three Rivers Residents only) WD3 1RL Tel: 03444 111 444 (County wide service)

Access our website for email advice inquiries at: threeriverscab.org.uk. Contact us for a webchat via citizensadvice.org.uk Page | 14